This document outlines the top 10 complaints from airport customers according to a survey on customer satisfaction. The number one complaint is having to wait with nothing to do. The other complaints include not knowing how long events will take, lack of seating after security, difficulty finding ground transportation, dirty bathrooms, unfriendly security personnel, an almost impossible layout to navigate, jammed check-in processes, lengthy security screenings, and a confusing security checkpoint layout. The document concludes that providing customers a distinctive experience requires understanding their true needs and can drive significant innovation.

1. CUSTOMER
AIRPORT
TOP TEN
The ten worst elements
in customer satisfaction
COMPLAINTS

2. NUMBER
Confusing layout of
security-screening checkpoint
10COMPLAINT

3. NUMBER
Chaotic check-in and
bag-drop process
9COMPLAINT

4. NUMBER
Lengthy security-screening
process
8COMPLAINT

5. NUMBER
Not knowing how long
any event will take
7COMPLAINT

6. NUMBER
Complete lack of seating after
security screening
6COMPLAINT

7. NUMBER
Difficulty in finding ground
transportation after arrival
5COMPLAINT

8. NUMBER
Jammed, dirty
bathrooms
4COMPLAINT

9. NUMBER
Unfriendly security
personnel
3COMPLAINT

10. NUMBER
Almost impossible to find
way around
2COMPLAINT

11. NUMBER
Having to
wait with nothing to do
1COMPLAINT

12. Creating value through
transforming journeys
CUSTOMER
EXPERIENCE
To provide customers
with a distinctive
experience, an
organization must
unite around the goal
of meeting customers’
true needs.
The effort can power
a vast amount of
innovation.